View the real-time health status of a customer's install base. Correlate customer issues
with the operational health of their install base to provide more informed responses to your
customers.
Service health tracking overview
The integration between Customer Service Management and the Event Management console in IT
Operations Management enables you to track the service health status of a customer's install
base.
When an issue affects one or more install base items and an alert is created, the severity of
the alert is calculated in Event Management. It is calculated according to alert impact
calculation rules. Based on the severity of the alert, the service health status of each install
base item is calculated. Customer service agents can view the service health status of install
base items in an account or a case in Customer Service Management.
For more information about how the severity of an alert is calculated, see Alert impact calculation.
To provide the service health status for an install base item in
Customer Service Management, the
following fields are mapped.
| Event Management (em_impact_status table) |
Customer Service Management (sn_install_base_item table) |
| Business Service |
Service Context |
| Element Identifier |
Configuration Item |
| Severity |
Health Status |
Note: The service health status is displayed only if the install base item has both a
Configuration Item (CI) and a service context associated with it. Service context is the
business service associated with the underlying CI for impact calculation in Event Management.
For more information about business services, see Lesson 2 of the
Event Management operator
guide.
The service health status is displayed in Customer Service Management as follows.
| Severity of alert (Event Management) |
Service health status on Account and Case forms (Customer Service Management) |
| Critical |
Critical: Resource is either not functional or critical problems are
imminent. |
| Major |
Major: Major functionality is severely impaired or performance has degraded. |
| Minor |
Minor: Partial, non-critical loss of functionality or performance degradation
occurred. |
| Warning |
Warning: Attention is required, even though the resource is still functional. |
| Info |
Normal: No severity. An alert is created. The resource is still functional. |
| Clear |
Normal |
| Empty/Null |
Not Available |
For more information about alert severity, see Lesson 1 of the Event Management operator guide.
Roles
As a system administrator, configure form views to add the Service
Context, Health Status, and Health Status Last
Updated fields to the relevant forms.
As a customer service agent, view the service health status of install base items on the
Account or Case form.
Activation information
This feature requires the Proactive Customer Service Operations with Event Management plugin
(com.snc.proactive_cs_itom).
